Salesforce
Salesforce
5x certified Salesforce administrator, business analyst and consultant. 2 years delivering Sales, Service and Experience Cloud solutions at Manifest & Company, a Salesforce consulting partner.
Projects
Each project shows the business problem, the requirements, what I configured, and how I tested it. Built in my own Salesforce Developer org with sample data, never client data.
In progress
Customer support with Service Cloud
Case routing, queues, entitlements and milestones for different customer tiers, with a UAT script.
In progress
Sales pipeline automation
Lead to opportunity process with Flows, validation rules, and reports and dashboards for managers.
In progress
Self-service customer portal
An Experience Cloud portal with Knowledge articles and case submission.
Experience highlights
Salesforce Consultant & Business Analyst · Manifest & Company, Toronto (remote, part-time)
Jan 2022 – Jan 2024
- Raised customer response rates by over 50% while meeting SLAs, using entitlement processes, milestones and Omni-Channel queues
- Built a customer self-service portal on Experience Cloud with an AI-powered live chat, Knowledge, Topics and Q&A
- Designed a Sales Cloud solution with a billing app that automated daily transactions for a telecom client
- Built a car service centre app tracking vehicles, visits and maintenance, with a customer booking portal
- Gathered requirements and wrote user stories, BRDs and acceptance criteria; ran UAT and end-user training for every release
Skills
Sales CloudService CloudExperience CloudFlowsApproval processesValidation rulesData modellingSecurity & sharingReports & dashboardsData LoaderOmni-ChannelRequirements & user storiesUATEnd-user training